Senior Guest Relations Manager

OverviewThe Mercure London Earls Court hotel is a newly renovated property in Southwest London. The property is a large conferencing and group hotel with 508 keys across two brands within Accor: Ibis and Mercure. The London Suite is the main ballroom for events and is divisible into nine meeting rooms, capable of hosting up to 1200 guests. The FandB space Barnaby’s supports social events and catering for larger bookings.

Our promise

is caring and impeccable service. We nurture real passion for service and achievement beyond limits.

Our mission

is to make the impossible possible to realize your dreams.

Job Description

Responsibilities

Be the first point of call to lead and manage the team of 2 Guest Experience Managers by envisioning and ensuring a smooth structure and targets.

Act as a first contact for special occasions, offering memorable packages (rose petals, chocolates, champagne, balloons, etc.).

Maintain guest focus across Front Office, FandB, Bedrooms and Events, developing excellent relations with departments.

Regularly interact with hotel guests to collect feedback and ideas.

Serve as the first contact for high-level members (e.g., Diamond and Limitless) to ensure a faultless stay.

Analyze guest comments and share insights with the team.

Handle guest concerns/expectations promptly, coordinating with relevant areas to create personalized and memorable moments.

Address complaints by email, phone, or in person in a professional and proactive manner.

Promote the brand''s service culture and ensure guests receive services that enable the brand to thrive.

Ensure calls are answered courteously and efficiently in line with brand standards.

Take responsibility for guest experiences that were negatively impacted and turn them into memorable moments.

Conduct 5–10 room checks daily with Guest Relation Managers to maintain high standards.

Coordinate involvement in large-scale public and calendar events (e.g., Halloween, Kings Coronation, International Women’s Day, Easter, National Housekeeping Week) and celebrate with guests.

Commercial / Sales

Promote special offers and full range of products.

Use PowerPoint/Canva to create engaging guest notices to drive upsell activity.

Improve department results by increasing sales and productivity across hotel operations.

Identify ways to maintain high guest satisfaction while minimizing refunds.

Keep the hotel''s business social media presence up to date and engaging.

Exhibit an anticipative and caring service mindset during shifts.

Understand hotel objectives and targets, including revenue and sustainability goals.

Management and Administration

Lead and manage day-to-day operations of the Guest Relations department, ensuring friendly, engaging service and adherence to standards.

Collaborate with Heads of Departments to relay feedback and implement solutions to improve guest satisfaction.

Manage budgeting and cost control to maximize reach on a cost-saving basis.

Attend Rooms Division meetings and follow up on action items; ensure coverage if unable to attend.

Oversee staff scheduling to align with business needs.

Monitor inventory to prevent stockouts; maintain smooth information flow between departments (Reception, Maintenance, Housekeeping, Kitchen).

Provide coverage for Duty Manager shifts and support all departments as needed.

Communicate priorities to the team daily to personalize service.

Adhere to departmental policies, procedures, and standards; handle guest requests and reservations effectively.

Demonstrate a commitment to service excellence to guests and colleagues.

Benefits

Private health care

Employee benefit card offering discounted rates at Accor properties Worldwide

Free and delicious meal breaks on duty

Complimentary stays in the UK and Northern Ireland

Friends and Family discounts

50% discount on food in our restaurants

Pension scheme

Eye test vouchers

Staff uniforms provided

Learning programs through our academies

Opportunities to develop within the property and across the world

Contribution to Corporate Social Responsibility initiatives (Planet 21)

Candidates must have the right to work in the UK.

Note:

The company reserves the right to amend this job description from time to time to accommodate business requirements and the evolving nature of the ..... full job details .....